Trading Application Support Specialist – Hong Kong – w/m

Horizon Trading Solutions is an independent global technology company focused on electronic trading, supporting agency and principal business goals across equities and derivatives. For over 20 years we’ve equipped the most progressive global capital market players with powerful algorithmic technology and direct connectivity to more than 80 exchanges worldwide. Our single multi-asset platform and our unfaltering commitment to client partnership allow us to promise Performance Simplified: making it easy to be the best in trading.

We are currently looking for a Trading Application Support Specialist (W/M), based in Hong Kong, to successfully ensure the deployment of our solutions to our clients (brokers, investment banks, stock exchanges...) and be their primary point of contact for technical support. If you join us, you will:

Issue Analysis and Resolution:

• Analyse and troubleshoot issues or incidents, aiding customers in resolving issues, explaining usage, debugging failures, pinpointing problems, implementing workarounds, enhancing performance, improving security, and determining root causes.
• Define the severity and area of each issue, ensuring accurate classification and prioritization.
• Resolve tickets according to the required knowledge, adhering to the proper process, and escalate when necessary for timely resolution.

Customer Communication and Support:

• Serve as the primary point of contact for customers, addressing their requests through resolution or escalation.
• Keep customers updated on the progress of their ticket resolution, providing clear communication regarding steps and timing.
• Write comprehensive documentation on current issues for customers to enhance their knowledge and understanding (KDB).

Deployment and Training:

• Deploy products at customer sites, ensuring seamless integration and functionality.
• Provide training sessions to clients, including both end-users and IT teams, to optimize product utilization and proficiency.

International Support and Schedule Flexibility:

• Support both local and foreign customers, adapting to an international context with multinational clientele.
• Work schedule is organized on a weekly basis, with the possibility of weekend and/or night shifts to ensure continuous global coverage

Benefits of this position:

• Engage in a dynamic technical and functional landscape, encompassing algorithmic trading platforms, low latency, multi-threading, real-time systems, and the intricate realms of trading and finance.
• Join a team comprised of highly skilled and talented individuals, fostering a collaborative and stimulating work environment.
• Be part of an ethical and equitable employer, committed to fairness and integrity in all aspects of business.
• Experience genuine camaraderie within an international setting, fostering a real human team spirit that transcends borders.
• Enjoy the benefits of a well-being and environmentally conscious company, featuring initiatives such as social climate surveys, green initiatives, 360 assessments, and a relaxed dress code.
• Receive personalized support and guidance through a dedicated onboarding program tailored to your needs and goals.

Skills and requirements:

• Bachelor's or Master's degree in Computer Science or Software Engineering, demonstrating a strong understanding of Information Systems and Technology.
• Minimum 1-2 years of experience in Client Service or Finance roles, particularly in trading, preferably within Fintech or Capital Market businesses.
• Proficient in problem-solving and analytical skills, adept at troubleshooting system issues effectively.
• Exhibits strong customer service skills, delivering professional, compassionate, and effective assistance with a commitment to service excellence and satisfaction. Includes project management abilities.
• Displays a keen interest in financial trading support environments and Electronic Trading solutions, with a positive, dynamic, can-do attitude, and the ability to thrive under pressure.
• Possesses excellent interpersonal and communication skills, with fluency in English and Cantonese, facilitating effective communication both internally and with customers.
• Essential knowledge in Linux, along with a basic understanding of SQL/Database, object-oriented languages : Java, APIs, networks, operating systems, as well as experience of usage with one of the Monitoring tools such as Datadog.
• Ideal candidates will additionally have knowledge of FIX protocol, and experience in financial application support and software implementation.